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Adapting the SERVQUAL Scale to Hospital Services: an Empirical Investigation

Overview
Journal Health Serv Res
Specialty Health Services
Date 1992 Feb 1
PMID 1737708
Citations 81
Authors
E Babakus
W G Mangold
Affiliations
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Abstract

Defining and measuring the quality of service has been a major challenge for health care marketers. A comprehensive service quality measurement scale (SERVQUAL) is empirically evaluated for its potential usefulness in a hospital service environment. Active participation by hospital management helped to address practical and user-related aspects of the assessment. The completed expectations and perceptions scales met various criteria for reliability and validity. Suggestions are provided for the managerial use of the scale, and a number of future research issues are identified.

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